ACCA approved paper p5 advanced performance management

Free access to our Exam Success site Look inside Advanced Performance Management This Kit provides material specifically for the practice and revision stage of your studies for Paper P5

Free access

to our Exam Success site Look inside

Advanced Performance Management

This Kit provides material specifically for the practice

and revision stage of your studies for Paper P5

Advanced Performance Management that has been

comprehensively reviewed by the ACCA examining

team This unique review ensures that the questions,

solutions and guidance provide the best and most

effective resource for practising and revising for the

exam

One of a suite of products supporting Paper P5 Advanced Performance Management, for use independently or as part of a package, this Kit is targeted at ACCA’s exams from 1 September 2015 to

31 August 2016 and contains:

• Banks of questions on every syllabus area

• Answers with detailed guidance on approaching questions

• Three mock exams with full answers and guidance

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This means we work closely with ACCA to ensure our products fully prepare you for

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In this Practice & Revision Kit, which has been reviewed by ACCA's examination team,

we:

 Discuss the best strategies for revising and taking your ACCA exams

 Ensure you are well prepared for your exam

 Provide you with lots of great guidance on tackling questions

 Provide you with three mock exams

 Provide ACCA's exam answers as well as our own for selected questions

Our Passcard product also supports this paper

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Contents

Page

Finding questions

Question index v

Topic index ix

Helping you with your revision xi

Revising P5 Topics to revise xii

Question practice xii

Passing the P5 exam xiii

Exam formulae xviii

Exam information xx

Analysis of past papers xxi

Useful websites xxiii

Questions and answers Questions 3

Answers 113

Exam practice Mock exam 1  Questions 431

 Plan of attack 439

 Answers 441

Mock exam 2  Questions 461

 Plan of attack 469

 Answers 471

Mock exam 3 (December 2014)  Questions 493

 Plan of attack 503

 Answers 506

ACCA’s exam answers  June 2014 527

 December 2014 535

Review form

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Question index

The headings in this checklist/index indicate the main topics of questions, but questions often cover several

different topics Where necessary, questions have been amended to reflect the new format of the exam, from June

2013

Questions set under the old syllabus Performance Management paper are included because their style and content

are similar to those which appear in the P5 exam They have 'PM' after the question name These questions have

been amended to reflect the current exam format Questions taken from the P3 Business Analysis syllabus (when a

re-alignment of syllabuses took place in 2010) are denoted by ‘BA' after the question name

Exam questions set under the current syllabus are designated 'APM' after the question name

Time Page number Marks

allocation (Mins) Question Answer

Part A: Strategic planning and control

Part B: External influences on organisational

performance

17 FGH Telecom (APM 12/10, amended) 25 45 19 162

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Time Page number Marks

allocation (Mins) Question Answer

Part C: Performance measurement systems and design

24 Quark Healthcare (APM 12/13) 25 45 25 182

25 Bluefin School (APM 12/11, amended) 25 45 26 186

Part D: Strategic performance measurement

32 Alpha Division (APM 12/07) 25 45 34 208

33 Stillwater Services (APM 12/12, amended) 25 45 35 212

38 Navier Aerials (APM 6/13) 25 45 40 228

40 Thebe (APM 6/12, amended) 25 45 43 234

41 There 4 U (APM 6/09, amended) 25 45 44 238

43 Universal Pottery Company (BA 12/07) 25 45 47 243

46 Albacore (APM Pilot paper) 25 45 50 253

47 Elegant Hotels (BA 6/09) 25 45 51 257

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Part E: Performance evaluation and corporate

53 APX Accountancy (APM 6/11, amended) 25 45 58 276

58 LOL cards (APM 12/10, amended) 25 45 62 290

60 ENT Entertainments (APM 6/11, amended) 25 45 64 295

63 Callisto (APM 6/12, amended) 25 45 67 304

64 Coal Creek (APM 12/12, amended) 25 45 68 308

68 PLX Refinery (APM Pilot Paper) 25 45 74 320

69 Essland Police Forces (APM, 12/13) 25 45 75 324

72 Herman Swan & Co (APM 12/12, amended) 25 45 78 333

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Section A Questions

74 Armstrong Stores (APM, Sample question, amended) 50 90 82 344

75 Robust Laptops (APM 12/10, amended) 50 90 84 349

78 Film Productions Co (APM 12/10, amended) 50 90 90 365

79 Mackerel (APM Pilot Paper) 50 90 92 369

81 Lincoln & Lincoln (APM 12/12, amended) 50 90 96 383

82 BEC (APM 12/09, amended) 50 90 99 391

Important note: Questions 1 and 2 in Mock exam 2 are past exam questions from June 2012 and December 2011

respectively Even if you do not attempt the full Mock exam, you are strongly encouraged to complete these two questions as part of your revision

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Topic index

Listed below are the key Paper P5 syllabus topics and the numbers of the questions in this Kit covering those

topics

If you need to concentrate your practice and revision on certain topics or if you want to attempt all available

questions that refer to a particular subject, you will find this index useful

Accountability and responsibility accounting 21, 45, 46

Activity-based costing 10, 38, 75

Activity-based management 57

Ansoff's growth vector matrix

Appraisals and performance management

61 8(c) Balanced scorecard 49, 56, 74, 84, 85

Behavioural aspects of budgeting 44

Benchmarking 4, 74, Mock 1 Qn 1, Mock 3 Qn 1

Branding 37

Budgeting and types of budget 6, 7, 75, 76

Building blocks model (Fitzgerald and Moon) 53, 85

Business process re-engineering 8, 9

Business structure (and performance measurement) 63

Controls and security over information 25

Corporate failure 64 - 66, Mock 3 Qn 4

Costs of quality 38, 39, Mock 2 Qn 2

Critical success factors (CSFs) 1, 26, 27, 75, 77, 78

Divisional performance measures 81, Mock 1 Qn 1

Economic value added (EVA) 32, 33, 58, 74, 83, 86(iii)

Environmental facts and impact on performance 16, 17, 27, 77

Environmental management accounting 68, Mock 3 Qn 3

Enterprise resource planning systems (ERPS) 1, 11

Governments, regulation and business performance 33, 61

Information for decision making

Syllabus topic Question numbers

Kaizen costing Key performance indicators League tables

Lean information systems

5(d), 39, 57, Mock 2 Qn 2

26, 28, 52, 75, 77, 78

4, 69, 80, Mock 2 Qn 4

20, 24 Management accounting and information systems 12, 19, 79 Mission statements 26, 78, 86(v)

Non-financial performance indicators 26, 40(a), 84, Mock 3 Qn 2

Performance management in complex business structures

62, 63, Mock 2 Qn 3 Performance management information systems 19, 20, 21, 23, Mock 1 Qn 1 Performance prism 54, 55, 56, Mock 3 Qn 1 Performance pyramid

Performance reports

50, 51, 52, 59, Mock 1 Qn 3

25, 86, Mock 2 Qn 1 Problems of performance measurement 44, 50, Mock 2 Qn 4 Public sector organisations 35, 36, Mock 3 Qn 2 Qualitative information

Value for money Virtual organisations

Helping you with your revision

BPP Learning Media – Approved Content Provider

As ACCA’s Approved Content Provider, BPP Learning Media gives you the opportunity to use revision materials

reviewed by ACCA’s exam team By incorporating the exam team’s comments and suggestions regarding syllabus

coverage, the BPP Learning Media Practice and Revision Kit provides excellent, ACCA-approved support for your

revision

Tackling revision and the exam

You can significantly improve your chances of passing by tackling revision and the exam in the right ways Using

feedback obtained from the ACCA exam team

 We look at the dos and don’ts of revising for, and taking, ACCA exams

 We focus on Paper P5; we discuss revising the syllabus, what to do (and what not to do) in the exam, how

to approach different types of question and ways of obtaining easy marks

Selecting questions

We provide signposts to help you plan your revision

 A full question index

 A topic index listing all the questions that cover key topics, so that you can locate the questions that provide

practice on these topics, and see the different ways in which they might be examined

Making the most of question practice

At BPP Learning Media we realise that you need more than just questions and model answers to get the most from

your question practice

 Our Top tips included for certain questions provide essential advice on tackling questions, presenting

answers and the key points that answers need to include

 We show you how you can pick up Easy marks on some questions, as we know that picking up all readily

available marks often can make the difference between passing and failing

 We include marking guides to show you what the examiner rewards

 We include comments from the examiner to show you where students struggled or performed well in the

actual exam

 We refer to the BPP Study Text for exams from 1 September 2015 to 31 August 2016 for detailed coverage

of the topics covered in questions

 In a bank at the end of this Kit we include the official ACCA answers to the June and December 2014

papers Used in conjunction with our answers, the examiner’s answers provide an indication of all possible

points that could be made, issues that could be covered, and approaches to adopt

Attempting mock exams

There are three mock exams that provide practice at coping with the pressures of the exam day We strongly

recommend that you attempt them under exam conditions Mock exams 1 and 2 reflect the question styles and

syllabus coverage of the exam; freeaccastudymaterial.comMock exam 3 is the December 2014 paper

Revising P5

Topics to revise

Any part of the syllabus could be tested in the compulsory Section A question Therefore it is essential to learn the

entire syllabus to maximise your changes of passing There are no short cuts – trying to spot topics is dangerous

and will significantly reduce the likelihood of success As this is an advanced paper it also assumes knowledge of

topics covered in Paper F5 – Performance Management

That said, the main capabilities in the syllabus (which is shown on ACCA’s website) take you through what the

examiner expects from you when you have completed your studies There are six key areas for you to concentrate

on These six areas are the syllabus areas covered in the BPP P5 Study Text

However, whilst it is important that you work through your way through the Study Text and cover all the different

syllabus areas, it is also important to try and think how the areas might relate to each other, and how they could be

used to help managers in an organisation control and improve the performance of that organisation Remember,

this paper is about performance management, and not simply about performance measurement

Remember to come out of the detail once you have finished a chapter and practised some questions Take some

time to reflect on how the chapter has covered the syllabus and how it feeds back into the capabilities which you

will need to display in order to pass this paper

Question practice

You should use the Passcards and any brief notes you have to revise the syllabus, but you mustn't spend all your

revision time simply reading or making notes Question practice is vital Doing as many questions as you can, in

full, will help develop your ability to analyse scenarios and produce relevant discussion and recommendations

Make sure you leave enough time in your revision schedule to practise 50 mark Section A questions, as the Section

A question is compulsory in the exam The scenarios and requirements of Section A questions are more extensive

than Section B questions, and are likely to integrate several parts of the syllabus Therefore, practice is essential

Also ensure that you attempt all three mock exams, under exam conditions

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Passing the P5 exam

Displaying the right qualities

The P5 technical articles section of ACCA’s website include the ‘Examiner’s approach to Paper 5’ which outlined the

way the syllabus will be tested and the qualities students should demonstrate when answering P5 questions The

article addresses the six main syllabus areas (A to F) in turn, and identifies and what qualities students should

demonstrate under each We reproduce the main points here

need to take an all-encompassing view of the factors that affect a business and to consider them when giving

strategic advice on performance Good candidates at Paper P5 often distinguish themselves by being able to

synthesise disparate detailed points into an overall, strategic approach for an organisation

2 Factors external to the business Candidates need to move beyond the internal factors associated with

traditional management accounting to consider the information needs of the strategic level of management as well

as the operational and tactical levels

3 The information that management require and the systems that are needed for its delivery Candidates are

expected to be aware of the effect of information technologies on performance management decision making rather

than the detail of these technologies They should be conversant with the broad hardware and software trends and

issues and how these interact with the provision of performance information throughout the organization

4 and 5. The fourth capability is the application of the techniques and assumed knowledge to specific scenarios

You shouldn’t simply discuss theories and models in general terms; you need to apply them specifically to the

scenario identified in the question. The fifth capability is being able to take this information and turn it into advice

which is commercially valuable for strategic decision makers This capability also requires the candidate to be

able to recognise and advise on situations where the organisation is in danger of failing

examiner stresses that recent technical articles on ACCA’s website may be relevant to question topics included in

the exam Equally, however, older technical articles on ACCA’s website may also be relevant

There will be a small number of professional marks available in the compulsory 50 mark Section A question, and it

should be possible for a well-prepared student to score most of these For example, the effective use of appropriate

introductions and conclusions, and helpfully breaking the document into properly headed sub-sections, will help to

demonstrate a professional approach to writing a report However, it should be stressed that the approach taken

will vary from question to question and the exam tests the candidates’ ability to apply their knowledge of

professional presentation In order to score full professional marks, the answer will have to be tailored to the

specifics of the scenario in the question recognising the needs of the readers of the document

Presentation points First: on rounding At this final level, candidates should use their own judgment on how to

round figures – the basic rule is that there should be enough detail to make a useful conclusion without obscuring it

with insignificant figures

Second, short paragraphs are usually clear but single sentence paragraphs are often insufficient and unable to get

to the depth required at Paper P5 Bullet points are useful for lists but not if commentary is required Finally,

reading model solutions is not a substitute for actually writing out your own answers

Summarising the advice ACCA’s examining team gives for P5:

 Ensure that their preparation for the exam has been based on a programme of study set for the required

syllabus and exam structure

 Use an ACCA-approved textbook for Paper P5 They are structured around the syllabus and ACCA’s

examining team reviews them so that they give an effective coverage of what is examinable

 Practise questions under exam conditions in order to improve speed and presentation skills, ensuring these

test discursive, computational and analytic abilities

 Study all the relevant technical articles that are published on ACCA’s website

 Be able to clearly communicate understanding and application of knowledge in the context of a Professional

level exam

The questions tend to be wide-ranging, as the examiner wants to link topics and mix ideas up So you are better

knowing something about every part of the syllabus than a lot of detail about a few areas only

Avoiding weaknesses

Our experience of, and examiner feedback from, other higher level exams enables us to predict a number of

weaknesses that are likely to occur in many students’ answers You will enhance your chances significantly if you ensure

you avoid these mistakes:

about the topics specified in the question requirements

 Quoting chunks of detail from the question that don't add any value Whilst it is important that you relate

your answer to this scenario, this means using issues highlighted in the scenario to help answer the

question – not simply re-writing the question

 Forcing irrelevancies into answers, for example irrelevant definitions or theories, or examples that don’t

relate to the scenario

knowledge specifically to the scenario given in the question

relevant to the question or not

part-questions out – either because of poor time management, or because they have failed to read the

requirement properly

Using the reading time

ACCA permits a 15-minute reading time in addition to the 3 hour time given to answer this paper

We recommend that you spend the first part of the 15 minutes reading time choosing the Section B questions you

will do, on the basis of your knowledge of the syllabus areas being tested and whether you can fulfil all the question

requirements Remember that Section B questions can cover different parts of the syllabus, and you should be

happy with all the areas that the questions you choose cover We suggest that you should note on the paper any

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However don't spend all the reading time going through and analysing the Section B question requirements in

detail; leave that until the three hours’ writing time Instead you should be looking to spend as much of the reading

time as possible looking at the Section A scenario, as this will be longer and more complex than the Section B

scenarios and cover more of the syllabus You should highlight and annotate the key points of the scenario on the

question paper

Choosing which questions to answer first

Spending most of your reading time on the Section A scenario will mean that you can get underway with planning

and writing your answer to the Section A question as soon as the three hours start It will give you more actual

writing time during the one and a half hours you should allocate to it, and it is writing time that you'll need

Comments from examiners of other syllabuses that have similar exam formats suggest that students appear less

time-pressured if they do the big compulsory question first

During the second half of the exam, you can put Section A aside and concentrate on the two Section B questions

you’ve chosen

However, our recommendations are not inflexible If you really think the Section A question looks a lot harder than

the Section B questions you’ve chosen, then do one of those first, but DON'T run over time on it You must have an

hour and a half to tackle the Section A question and you will feel under much more pressure on it if you leave it till

last If you do one of the Section B questions first, and then tackle the Section A question having had initial

thoughts on it during the reading time, you should be able to generate more ideas and find the Section A question is

not as bad as it looks

Remember also that small overruns of time during the first half of the exam can add up to you being very short of

time towards the end

Tackling questions

You'll improve your chances by following a step-by-step approach along the following lines

Step 1 Read the background

Usually the first couple of paragraphs will give some background on the company and what it is

aiming to achieve By reading this carefully you will be better equipped to relate your answers to the

company as much as possible

Step 2 Read the requirements

There is no point reading the detailed information in the question until you know what it is going to

be used for Don’t panic if some of the requirements look challenging – identify the elements you are

able to do and look for links between requirements, as well as possible indications of the syllabus

areas the question is covering

Step 3 Identify the action verbs that are used in each requirement

These convey the level of skill you need to exhibit and also the structure your answer should have A

lower level verb such as define will require a more descriptive answer; a higher level verb such as

evaluate will require a more applied, critical answer

ACCA’s examination team has indicated that higher level requirements and verbs will be most

significant in this paper, for example critically evaluating a statement and arguing for or against a

given idea or position

Action verbs that are likely to be frequently used in this exam are listed below, together with their

intellectual levels and guidance on their meaning freeaccastudymaterial.com

Level

recipient will understand

against

Step 4 Identify what each part of the question requires

Think about what frameworks of theories you could choose to support your answer (if the question doesn’t indicate a specific one you need to use)

When planning, look at how the different parts of a question fit together, and make sure you don’t end up repeating the same points in more than one part of the question

Also, you’re likely to come across part questions with two requirements; for example a requirement may ask you to evaluate some different approaches to budgeting and then recommend one which is appropriate for an organization You must ensure that you fulfil both requirements, and at the

appropriate level indicated by the question verbs

Step 5 Check the mark allocation to each part

This shows you the depth anticipated and helps allocate time

Step 6 Read the whole scenario carefully, highlighting key data

Put points under headings related to requirements (eg by noting in the margin to what part of the question the scenario detail relates)

Step 7 Consider the consequences of the points you’ve identified

You will often have to provide recommendations based on the information you've been given Be prepared to criticise the framework or model that you’ve been told to use, if required You may have also to bring in wider issues or viewpoints, for example the views of different stakeholders

Step 8 Write a brief plan

You may be able to do this on the question paper as often there will be at least one blank page in the question booklet However any plan you make should be reproduced in the answer booklet when writing time begins

Make sure you identify all the requirements of the question in your plan – each requirement may have sub-requirements that must also be addressed If there are professional marks available, highlight in your plan where these may be gained; for example, preparing a report

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Step 9 Write your answer

Make every effort to present your answer clearly The pilot paper and exam papers so far indicate that

the examiner will be looking for you to make a number of clear points The best way to demonstrate

what you’re doing is to put points into separate paragraphs with clear headers

Discussion questions

Do not be tempted to write all you know about a particular topic in a discussion question Markers can easily spot

when a student is ‘waffling’ and you will receive little or no credit for this approach Keep referring back to the

question requirement to ensure you are not straying from the point

To make it easier for the marker to determine the relevance of the points you are making, you could explain what

you mean in one sentence and then why this point is relevant in another

Remember that depth of discussion will be important Always bear in mind how many marks are available for the

discussion as this will give you an indication of the depth that is required Ask yourself the following questions as

you are tackling a discussion question:

important)

perhaps even an example from real life)

In the P5 exam a number of requirement verbs will expect you to express a viewpoint or opinion, for example

construct an argument, criticise, evaluate When expressing an opinion, you need to provide:

its advantages In addition if a scenario provides a lot of information about a situation, and you are (say)

asked to assess that situation in the light of good practice, your assessment is unlikely to be favourable

given for applying your knowledge to the scenario

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Exam formulae

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Exam information

The exam paper

Format of the paper

The current format of the P5 exam was introduced in June 2013 It is:

Number of marks

Section B: Choice of 2 from 3 questions (25 marks each) 50

100 Time: 3 hours plus 15 minutes reading time

Note Although the format of the exams changed from June 2013, the underlying syllabus content and the way in

which subjects are examined has not changed The changes only relate to the number of questions in the exam,

and the mark allocations for each question

Section A will be a compulsory case study question, typically with four or five sub-requirements relating to the

same scenario information The question will usually assess and link a range of subject areas from across the

syllabus It will require students to demonstrate high-level capabilities to understand the complexities of the case,

and evaluate, relate and apply the information in the case study to the requirements

Professional marks will be available in Section A for presentation, logical flow of argument and quality of argument

Section B questions are more likely to assess a range of discrete subject areas from the main syllabus section

headings; they may require evaluation and synthesis of information contained within short scenarios and

application of this information to the question requirements

Although one subject area is likely to be emphasised in each Section B question, students should not assume that

questions will be solely about content from that area Each question will be based on a short case scenario to

contextualise the question

The pass mark for Paper P5 is 50%

Please note, these questions reflect of the format of the exam prior to 2013 In the main body of this Kit, where we

have used past exam questions, we have adapted them to fit the format of the exam from June 2013

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Analysis of past papers

The table below provides details of when each element of the syllabus has been examined and whether it was

examined as part of a compulsory question (‘C’) or an optional one (‘O’) Please note that up to, and including,

December 2012 the exam contained two compulsory questions, whereas exams from 2013 only contain one

June 2014

Dec 2013

STRATEGIC PLANNING AND CONTROL

1 Introduction to strategic management accounting C O C

2 Performance management and control of the

organisation

3 Business structure, IT developments and other

environmental and ethical issues

EXTERNAL INFLUENCES ON ORGANISATIONAL

PERFORMANCE

4 Changing business environment and external factors O C O C O C

5, 6 PERFORMANCE MEASUREMENT SYSTEMS AND

9 Divisional performance and transfer pricing issues 0 C O,O

10a Scope of strategic performance measures in

not-for-profit organisations

10b Non-financial performance indicators O O C

11 The role of quality in management information and

performance measurement systems

15 Predicting and preventing corporate failure O O O

CURRENT DEVELOPMENTS AND EMERGING ISSUES

IMPORTANT!

The table on the previous page gives a broad idea of how frequently major topics in the syllabus are examined It

should not be used to question spot and predict for example that a certain topic will not be examined because it

has been examined in the last two sittings Examiners are well aware that some students try to question spot, and

so they try to avoid predictable patterns Consequently, a topic could well be examined in a number of consecutive

sittings Equally, just because a topic has not been examined for a long time, does not necessarily mean it will be

examined in the next exam!

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Useful websites

The websites below provide additional sources of information of relevance to your studies for Advanced

Performance Management

 www.accaglobal.com

ACCA's website The students' section of the website is invaluable for detailed information about the

qualification, past exams, technical articles, and a free downloadable Student Planner App

 www.bpp.com

Our website provides information about BPP products and services, with a link to the ACCA website

 www.ft.com

This website provides information about current international business You can search for information and

articles on specific industry groups as well as individual companies

 www.economist.com

Here you can search for business information on a week-by-week basis, search articles by business subject

and use the resources of the Economist Intelligence Unit to research sectors, companies or countries

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STRATEGIC PLANNING AND CONTROL

Questions 1 to 13 cover strategic planning and control, the subject of Part A of the BPP Study Text for Paper P5

The directors of The Healthy Eating Group (HEG), a successful restaurant chain, which commenced trading in 1998,

have decided to enter the sandwich market in Homeland, its country of operation It has set up a separate operation

under the name of Healthy Sandwiches Co (HSC) A management team for HSC has been recruited via a recruitment

consultancy which specialises in food sector appointments Homeland has very high unemployment and the vast

majority of its workforce has no experience in a food manufacturing environment HSC will commence trading on 1

January 20X8

The following information is available:

(1) HSC has agreed to make and supply sandwiches to agreed recipes for the Superior Food Group (SFG) which

owns a chain of supermarkets in all towns and cities within Homeland SFG insists that it selects the

suppliers of the ingredients that are used in making the sandwiches it sells and therefore HSC would be

unable to reduce the costs of the ingredients used in the sandwiches HSC will be the sole supplier for SFG

(2) The number of sandwiches sold per year in Homeland is 625 million SFG has a market share of 4%

(3) The average selling price of all sandwiches sold by SFG is $2·40 SFG wishes to make a mark-up of 331/3%

on all sandwiches sold 90% of all sandwiches sold by SFG are sold before 2 pm each day The majority of

the remaining 10% are sold after 8 pm It is the intention that all sandwiches are sold on the day that they

are delivered into SFG's supermarkets

(4) The finance director of HSC has estimated that the average cost of ingredients per sandwich is $0·70 All

sandwiches are made by hand

(5) Packaging and labelling costs amount to $0·15 per sandwich

(6) Fixed overheads have been estimated to amount to $5,401,000 per annum Note that fixed overheads

include all wages and salaries costs as all employees are subject to fixed term employment contracts

(7) Distribution costs are expected to amount to 8% of HSC's revenue

(8) The finance director of HSC has stated that he believes the target sales margin of 32% can be achieved,

although he is concerned about the effect that an increase in the cost of all ingredients would have on the

forecast profits (assuming that all other revenue/cost data remains unchanged)

(9) The existing management information system of HEG was purchased at the time that HEG commenced

trading The directors are now considering investing in an enterprise resource planning system (ERPS)

Required

(a) Using only the above information, show how the finance director of HSC reached his conclusion regarding

the expected sales margin and also state whether he was correct to be concerned about an increase in the

(b) Explain the concept of critical success factors, and explain FIVE critical success factors to the performance

of HSC on which the directors must focus if HSC is to achieve success in its marketplace (13 marks)

(c) Explain how the introduction of an ERPS could impact on the role of management accountants (6 marks)

(Total = 25 marks)

AB Co manufactures, markets and distributes a large range of electronic components, and it is has established a

significant market share across Europe and the United States of America freeaccastudymaterial.com

supply standard electronic components for domestic and industrial use, while the SC division supplies specialist

components which are often unique and made to specific customer requirements Each division has its own factory,

with DEC and IEC's factories based in the same Eastern European country and SC's factory based in a Western

European country

All three divisions have been profitable over the past five years, although the Board has traditionally taken a

relatively cautious approach to providing strategic direction for the company However, AB's institutional

shareholders are now looking for increased growth and profitability In the past, the institutional shareholders have

been critical of AB's board for being overly cautious in their attitude to risk

In AB's most recent annual report, published in March 20Y0, the Board stated that AB's overall strategic aim is to:

'Achieve growth and increase shareholder returns by continuing to produce and distribute high quality electronic

components, and develop our international presence through expansion into new overseas markets.'

Two years earlier, in 20X8, AB established a separate trading company with a local partner in Asia to sell the IEC

division's products The ownership of the company is shared: 50% by AB and 50% with a local entrepreneur AB

chose this structure because of local legal requirements A further legal requirement is that, in the case of the

company ceasing to trade, AB will be required to reimburse the local entrepreneur the full amount of his original

investment (which was $500,000)

This expansion was initially very successful, with good levels of demand being experienced for IEC's products

Recently, however, a number of environmental factors have rapidly changed These include a forecast of declining

demand for IEC's products in Asia due to adverse world economic factors (which have slowed the growth in

demand for electronic components in total) and a move towards protectionism in some Asian countries The trading

company had originally been forecast to make a profit of $2 million in 20Y1, but this figure has now been

re-forecast to $1.6 million

IEC has also been unfortunate in that its direct labour costs in Asia have increased by more than the planned level

Economic intelligence suggests that this inflation will continue increasing for the next two years

However, analysis by AB's management accountant shows that the trading company's costs (and in particular its

wage costs) are proportionally much higher than its competitors

Required

(a) Advise the Board of AB how strategic management accounting could help it manage the performance of the

(b) Discuss the factors which AB should consider before withdrawing from the trading company it has

established with its partner in Asia (12 marks)

(c) Briefly discuss how the Board's attitude to risk means it may respond to potential new opportunities in a

different way than the institutional shareholders would like (5 marks)

(Total = 25 marks)

Megasnack Co operates an extensive chain of fast-food outlets in a number of countries Most outlets are owned

and managed by the company but some are operated under a franchising agreement The company's strategy is

based on conformity – providing a range of standard products at a standard price, in similarly designed stores,

using the same service procedures This means that customers visiting a Megasnack outlet in any country will

know what service, what eating environment and what products to expect, and (depending on currency rates) how

much they will pay for their food

The financial strategy of the company has been to achieve targets for gross contribution and net operating profit at

all outlets, and to achieve sales growth by meeting customer needs and expectations better than rival fast-food

companies, with support from extensive advertising Two key performance indicators which Megasnack uses to

measure the performance of its outlets are: revenue per outlet; and staff costs as a percentage of revenue

The senior operations management team at head office have become concerned recently by a number of reported

incidents in which some local outlets have been deviating from company strategy in order to meet targets for sales

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(1) Some outlets have been offering special discount prices or special deals ('two-for-the-price-of-one') in order

to increase sales, and, for the same reason, some outlets have offered a home delivery service, which is

against company policy

(2) Some outlets have cut training costs for staff in order to save costs, and head office managers are

concerned that this could affect the quality and speed of service given to customers Other outlets have

taken on temporary staff without training them, in order to meet the demand from customers

(3) There have been reports that in one country, outlets have been offering extra products on their menu, in

addition to the standard Megasnack product range

(4) There has been adverse publicity in the media about one outlet that was disposing of food waste in a way

that was contrary to health and safety laws, and in breach of the company's health and environmental

policies

(5) Another adverse media story has been the decision by the manager of one outlet to dismiss all the staff after

they took unofficial strike action The manager took this action without consulting head office or referring to

the company's industrial relations policy

Another source of concern has been a problem with the quality of the pre-preparation of food products

Megasnack's products are pre-prepared at a number of large processing centres, and they are then transported to

the outlets each day from these processing centres Each outlet then finishes the preparation of the products for

serving to customers in their own kitchen Recently, during a period of high demand for products from the

Megasnack outlets, the managers of some processing centres had resisted demands to produce more pre-prepared

output, on the grounds that this would stretch their resources and damage the quality of the food items produced

Senior management have recognised that a problem exists with the processing centres and are considering what

action to take

Required

(a) Briefly evaluate the choice of revenue per outlet, and staff costs as a percentage of revenue as key

performance indicators for Megasnack's outlets (5 marks)

(b) With reference to the experiences at Megasnack, discuss the reasons for conflict between the strategic

business plans of a large organisation and short-term decision making at local level (10 marks)

(c) Recommend the measures that senior management at Megasnack should take to reduce the scope for such

conflict and the risk that this conflict might occur (10 marks)

(Total = 25 marks)

Ganymede University (GU) is one of the three largest universities in Teeland, which has eight universities in total

All of the universities are in the public sector GU obtains the vast majority of its revenue through government

contracts for academic research and payments per head for teaching students The economy of Teeland has been in

recession in the last year and this has caused the government to cut funding for all the universities in the country

In order to try to improve efficiency, the chancellor of the university, who leads its executive board, has asked the

head administrator to undertake an exercise to benchmark GU's administration departments against the other two

large universities in the country, AU and BU The government education ministry has supported this initiative and

has required all three universities to cooperate by supplying information

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The following information has been collected regarding administrative costs for the most recent academic year:

$'000 $'000 $'000 Research

Teaching facilities management 26,993 27,263 26,723

Teachers' support services 4,005 4,100 4,441

The key drivers of costs and revenues have been assumed to be research contract values supported, student

numbers and total staff numbers The head administrator wants you to complete the benchmarking and make some

preliminary comment on your results

The education ministry in Teeland is also keen that potential students should have as much information as possible

to help them choose which University to apply to

To this end, the ministry has proposed that summary league tables are published showing:

 The value of research funding secured by each university

 The proportion of students gaining first class and upper second (2:1) class degrees

 The proportion of students completing their courses

 The proportion of graduates who have secured full time employment within one year of graduating

However, the chancellors of a number of universities in Teeland have written to the minister for education

expressing their concern at the proposal to introduce the league tables

Required

(a) Assess the progress of the benchmarking exercise to date, explaining the actions that have been undertaken,

(b) Evaluate, as far as possible, Ganymede University's benchmarked position (10 marks)

(c) Evaluate the usefulness of the proposed league tables for students choosing where to study in Teeland

(8 marks) (Total = 25 marks)

You have recently been appointed to lead the management accounting department of Wheeler, which is a small

engineering company engaged in the manufacture of precision parts The market in which the company sells its

products is small and Wheeler faces severe competition Due to the production facilities available, the company is

able to undertake only small-scale engineering work Large-scale engineering jobs are turned away as the company

does not possess the manufacturing facilities to undertake them At best, it can act only as agent for another

contractor to do the work freeaccastudymaterial.com

The board of Wheeler is aware that the volume of work which is being turned away is increasing This is particularly

frustrating as the company is unable to utilise its capacity to the fullest extent all the time Wheeler has achieved a

steady increase in profit over the last few years Nevertheless, the board of the company believes that it could

increase profitability still further by expanding and thus being able to carry out the larger scale work which is

currently being turned away

Budgetary control and standard costing information has, for many years, been the sole output of the management

accounting department The previous management accountant prided himself on the punctuality and

comprehensiveness of the reports produced Each job is priced by adding a percentage to its total cost calculated in

accordance with the company's standard costing procedures The annual cost budget is split into monthly parts

and flexed to take account of a particular period's actual production Monthly cost variances, comprising those for

direct materials, direct labour, variable and fixed production overheads, are produced and provided to the relevant

manager In addition, sales price and volume variances are produced by the management accounting department

each period

The company does not have a marketing department although new customers are obtained from advertising within

professional engineering journals and by attendance at trade shows At one such recent trade show, the managing

director was introduced to the concept of benchmarking He believes that there may be advantages in Wheeler

undertaking benchmarking

Required

(a) In consideration of the need for the board of Wheeler to be provided with information which assists its

strategic decision making, comment critically on the management accounting reports currently provided

(5 marks)

(b) State and justify what changes you, as management accountant, would make in providing information which

facilitates strategic planning in the company

Within your answer, describe what financial and non-financial information you would supply which is

different from that already provided (10 marks)

(c) Explain the concept of benchmarking and suggest how it might be applied to information for strategic

The Finance Director has also suggested that Wheeler may be able to improve its profitability if it moved

away from its current standard costing approach and used a Kaizen costing approach instead However, the

other directors have asked the Finance Director for further details about this, because they are not familiar

with the Kaizen costing approach

(d) Discuss and evaluate the impact of the Kaizen costing approach on the costing systems at Wheeler

(5 marks) (Total = 25 marks)

The Drinks Group (DG) has been created over the last three years by merging three medium-sized family

businesses These businesses are all involved in making fruit drinks Fizzy (F) makes and bottles healthy,

fruit-based sparkling drinks Still (S) makes and bottles fruit-flavoured non-sparkling drinks and Healthy (H) buys fruit

and squeezes it to make basic fruit juices The three companies have been divisionalised within the group structure

A fourth division called Marketing (M) exists to market the products of the other divisions to various large retail

chains Marketing has only recently been set up in order to help the business expand All of the operations and

sales of DG occur in Nordland, which is an economically well-developed country with a strong market for healthy

non-alcoholic drinks

The group has recruited a new finance director (FD), who was asked by the board to perform a review of the

efficiency and effectiveness of the finance department as her first task on taking office The finance director has just

presented her report to the board regarding some problems at DG freeaccastudymaterial.com

Extract from finance director's Report to the Board:

'The main area for improvement, which was discussed at the last board meeting, is the need to improve profit

margins throughout the business There is no strong evidence that new products or markets are required but that

the most promising area for improvement lies in better internal control practices

Control

As DG was formed from an integration of the original businesses (F, S, H), there was little immediate effort put into

optimising the control systems of these businesses They have each evolved over time in their own way Currently,

the main method of central control that can be used to drive profit margin improvement is the budget system in

each business The budgeting method used is to take the previous year's figures and simply increment them by

estimates of growth in the market that will occur over the next year These growth estimates are obtained through a

discussion between the financial managers at group level and the relevant divisional managers The management at

each division are then given these budgets by head office and their personal targets are set around achieving the

relevant budget numbers

Divisions

H and S divisions are in stable markets where the levels of demand and competition mean that sales growth is

unlikely, unless by acquisition of another brand The main engine for prospective profit growth in these divisions is

through margin improvements The managers at these divisions have been successful in previous years and

generally keep to the agreed budgets As a result, they are usually not comfortable with changing existing practices

F is faster growing and seen as the star of the Group However, the Group has been receiving complaints from

customers about late deliveries and poor quality control of the F products The F managers have explained that they

are working hard within the budget and capital constraints imposed by the board and have expressed a desire to be

less controlled

The marketing division has only recently been set up and the intention is to run each marketing campaign as an

individual project which would be charged to the division whose products are benefiting from the campaign The

managers of the manufacturing divisions are very doubtful of the value of M, as each believes that they have an

existing strong reputation with their customers that does not require much additional spending on marketing

However, the board decided at the last meeting that there was scope to create and use a marketing budget

effectively at DG, if its costs were carefully controlled Similar to the other divisions, the marketing division budgets

are set by taking the previous year's actual spend and adding a percentage increase For M, the increase

corresponds to the previous year's growth in group turnover.'

End of extract

At present, the finance director is harassed by the introduction of a new information system within the finance

department which is straining the resources of the department However, she needs to respond to the issues raised

above at the board meeting and so is considering using different budgeting methods at DG She has asked you, the

management accountant at the Group, to do some preliminary work to help her decide whether and how to change

the budget methods The first task that she believes would be useful is to consider the use of rolling budgets She

thinks that fast-growing F may prove the easiest division in which to introduce new ideas

F's incremental budget for the current year is given below You can assume that cost of sales and distribution costs

are variable and administrative costs are fixed

Operating profit freeaccastudymaterial.com2,093 2,251 2,412 2,578 9,334

The actual figures for quarter 1 (which has just completed) are:

On the basis of the Q1 results, sales volume growth of 3% per quarter is now expected

The finance director has also heard you talking about bottom-up budgeting and wants you to evaluate its use at DG

Required

(a) Evaluate the suitability of incremental budgeting at each division (8 marks)

(b) Recalculate the budget for Fizzy division (F) using rolling budgeting and assess the use of rolling budgeting

Godel Goodies (Godel) manufactures a variety of own-label sweets for the two largest supermarket chains in

Seeland The business makes several different flavours of the same basic product The strategy of the business has

been to be a cost leader in order to win the supermarkets' business The sales of Godel vary up and down from

quarter to quarter depending on the state of the general economy and competitive forces Most of the sweet

manufacturers have been in business for decades and so the business is mature with little scope to be innovative in

new product development The supermarkets prefer to sign suppliers to long-term contracts and so it is difficult for

new entrants to gain a foothold in this market The management style at Godel is very much command-and-control

which fits with the strategy and type of business Indeed, most employees have been at Godel for many years and

have expressed their liking for the straightforward nature of their work

The chief executive officer (CEO) of Godel has asked your firm of accountants to advise him as his finance director

(FD) will be absent for several months due to a recently diagnosed illness As the CEO is preparing for the next

board meeting, he has obtained the operating statement and detailed variance analysis from one of the junior

accountants (Appendix 1)

The CEO is happy with the operating statement but wants to understand the detailed operational and planning

variances, given in Appendix 1, for the board meeting He needs to know what action should be taken as a result of

these specific variances

The FD had been looking at the budgeting process before she fell ill The CEO has decided that you should help him

by answering some questions on budgeting at Godel

Currently, the budget at Godel is set at the start of the year and performance is measured against this The company

uses standard costs for each product and attributes overheads using absorption costing based on machine hours

No variations are allowed to the standard costs during the year The standard costs and all budget assumptions are

discussed with the relevant operational manager before being set However, these managers grumble that the

budget process is very time-consuming and that the results are ultimately of limited value from their perspective

Some of them also complain that they must frequently explain that the variances are not their fault The CEO wants

to know your views on whether this way of budgeting is appropriate and whether the managers' complaints are

justified He is satisfied that there is no dysfunctional behaviour at Godel which may lead to budget slack or

excessive spending and that all managers are working in the best interests of the company

Finally, in the last few months, the FD had been reading business articles and books and had mentioned that there

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understand what budgeting does for the business and this is why he wants you to explain what are the benefits and

problems of budgeting at Godel before considering replacing it

Required

(a) Advise the CEO on the implications for performance management at Godel of analysing variances into the

planning and operational elements as shown in Appendix 1 (6 marks)

(b) Evaluate the budgeting system at Godel (11 marks)

(c) Evaluate the proposal to move to a beyond budgeting method of control at Godel, giving a recommendation

(Total = 25 marks) Appendix 1

(Note: You may assume that all figures in this Appendix are correct.)

Operating statement for Godel

usage 3,500

efficiency 24,480 idle time 5,600 Variable overhead expenditure 1,080

efficiency 3,060

32,140 10,880

21,260 Favourable

Budgeted fixed production overhead 271,728

Detailed variances

Total variable cost variances $

Planning 20,680 Favourable Operational 580 Favourable Sales price variances

Planning 15,600 Adverse Operational 6,640 Favourable

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8 Booxe (APM 6/14) 45 mins

Booxe is a furniture manufacturing company based in the large, developed country of Teeland Booxe is the largest

furniture manufacturer in Teeland supplying many of the major retail chains with their own-brand furniture and also,

making furniture under its own brand (Meson) In a highly competitive market such as Teeland, Booxe has chosen a

strategy of cost leadership

Booxe has been in business for more than 70 years and there is a strong sense of tradition and appreciation of craft

skills in the workforce The average time which an employee has worked for the firm is 18 years This has led to a

bureaucratic culture; for example, the company's information systems are heavily paper based In addition and in

line with this traditional culture, the organisation is divided into a set of functional departments, such as production,

warehousing, human resources and finance

In order to drive down costs, the chief executive officer (CEO) decided to re-engineer the processes at Booxe She

decided that there should be a small pilot project to demonstrate the potential of business process re-engineering

(BPR) to benefit Booxe and she selected the goods receiving activity in the company's warehousing operations for

this

The CEO has asked you as a performance management expert to complete the post-implementation review of the

pilot project by assessing what it has delivered in financial terms The project identified that 10 of the warehouse

staff spend about half of their time matching goods delivered documents to purchase orders and dealing with

subsequent problems It was noted that 25% of all such matches failed and the staff then had to identify the issue

and liaise with the purchasing department in order to get the goods returned to the supplier and a suitable credit

note issued The project introduced a new information system to replace the existing paper-based system The new

system allowed purchase orders to be entered by the purchasing department and then checked online to the goods

delivered as they arrived at the warehouse This allowed warehouse staff to reject incorrect deliveries immediately

The following are further details provided in relation to the project:

Notes relating to old system:

1 Average staff wage in warehouse $25,000 p.a

2 Purchasing staff time in handling delivery queries 8·5 days per week

3 Average staff wage in purchasing is $32,000 p.a for working a 5-day week

Notes relating to new system:

New IT system costs:

$

4 Hardware for warehouse and purchasing depts 220,000

7 It is expected that the new system will last for eight years

The CEO now plans to apply BPR across Booxe and as well as completing the post-implementation review, she also

needs to know how BPR will change the accounting information systems and the culture at Booxe Booxe's current

accounting system is a traditional one of overhead absorption based on labour hours with variances to budget used

as control indicators She has heard that an activity-based approach using enterprise resource planning (ERP)

systems is fairly common and wants to know how these ideas might link to BPR at Booxe

The CEO is concerned that middle management unrest may be a problem at Booxe For example, the warehouse

manager was uncomfortable with the cultural change required in the BPR project and decided to take early

retirement before the project began As a result, a temporary manager was put in place to run the warehouse during

the project

The CEO has also begun to reconsider the human resources system at Booxe and she wants your advice on how

the staff appraisal process can improve performance in the company The existing system of manager appraisal is

for the staff member to have an annual meeting with their line superior to review the previous year's work and

discuss generally how to improve their efforts Over the years, it has become common for these meetings to be

informal and held over lunch at the company's expense The CEO wants to understand the purpose of a staff

appraisal system and how the process can improve the performance of the company She also wants comments on

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Required

(a) Assess the financial impact of the pilot business process re-engineering (BPR) project in the warehousing

(b) Assess the impact of BPR on the culture and management information systems at Booxe (11 marks)

(c) Advise on the appraisal process at Booxe as instructed by the CEO (8 marks)

(Total = 25 marks)

FCI is one of several insurance companies which offer insurance policies covering general risks relating to

individuals and families Cost efficiency is a major factor in the success of the companies in this industry, because

competition within the industry is fierce

Over the past three years FCI has seen the volume of business increase, but profits have remained static due to

declining margins

Although some of the processes within FCI are computerised, most of the processes which involve communication

with customers are still paper-based Responses to telephone enquiries from customers involve paper-based

communications, both with the enquirers and internally within FCI Additionally, sales staff visit potential customers

in their homes to try to sell them insurance policies for their homes and their possessions These transactions are

again paper-based This process is often slow and has led to complaints from both customers and the company's

sales staff

FCI has also been receiving a regular, and increasing, number of complaints from current and potential customers

about errors in the paperwork that they receive

The Board of Directors of FCI has announced that there is a need for a business process re-engineering programme

to be conducted, with the intention of modernising the business, and has asked the management accountant to help

with the planning and implementation of the programme

The intention is to streamline the business model as much as possible, and to increase the profitability of the

company FCI intends to computerise almost all of the work done within the company However, while some of the

staff are enthusiastic about the BPR programme, a number have expressed concern about business process

re-engineering and its implications for them

Required

(a) Briefly explain the principles of business process re-engineering (BPR) (7 marks)

(b) (i) Discuss the improvements that the Board of Directors might expect from introducing BPR to FCI's

(ii) Recommend, with reasons, TWO performance targets which FCI could introduce to help ensure that the re-engineered processes enable it to achieve its business objectives (5 marks)

(c) Explain why FCI's staff might be concerned about BPR and its implications for them (3 marks)

(Total = 25 marks)

GMB Co designs, produces and sells a number of products Functions are recognised from design through to the

distribution of products Within each function, a number of activities may be distinguished and a principal driver

identified for each activity

Each sales order will normally comprise a number of batches of any one of a range of products The company is

active in promoting, where possible, a product focus for design, dedicated production lines and product marketing

It also recognises that a considerable level of expenditure will relate to supporting the overall business operation

It is known that many costs may initially be recognised at the unit, batch, product sustaining (order) or

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The methods of calculating the values for Order Number 377 shown below are given in brackets alongside each

expense item These methods also indicate whether the expense items should be regarded as product unit, batch,

product sustaining (order) or business/facility sustaining (overall) level costs The expense items are not listed in

any particular sequence Each expense item should be adjusted to reflect its total cost for Order Number 377

Order Number 377 comprises 5,000 units of product Zeta The order will be provided in batches of 1,000 product

units

Order Number 377

$ Production scheduling (rate per hour  hours per batch) 60,000

Direct material cost (per unit material specification) 180

Selling – batch expediting (at rate per batch) 60,000

Engineering design & support (rate per hour  hours per order) 350,000

Direct labour cost (rate per hour  hours per unit) 150

Machine set-up (rate per set-up  number of set-ups per batch) 34,000

Production line maintenance (rate per hour  hours per order) 1,100,000

Business/facility sustaining cost (at 30% of all other costs) 1,500,000

Marketing (rate per visit to client  number of visits per order) 200,000

Distribution (tonne miles  rate per tonne mile per batch) 12,000

Power cost (rate per Kilowatt hour  Kilowatts per unit) 120

Design work (rate per hour  hours per batch) 30,000

Administration – invoicing and accounting (at rate per batch) 24,000

Required

(a) Prepare a statement of total cost for Order Number 377, which analyses the expense items into sections for

each of four levels, with sub-totals for each level where appropriate The four levels are:

(i) Unit-based costs

(ii) Batch-related costs

(iii) Product sustaining (order level) costs

(iv) Business/facility sustaining (overall level) costs (6 marks)

(b) Identify and discuss the appropriateness of the cost drivers of any two expense values in each of levels (i) to

(iii) above and one value that relates to level (iv)

In addition, suggest a likely cause of the cost driver for any one value in each of levels (i) to (iii), and

comment on possible benefits from the identification of the cause of each cost driver (12 marks)

(c) Discuss the practical problems that may be encountered in the implementation of an activity-based system

(Total = 25 marks)

MKO manufactures a variety of clothing items which are sold through retailers, mainly in the domestic market Most

retailers are independent organisations, operating either as single outlets or as retail chains MKO has a small

number of its own shops where it sells its own products exclusively

In the past couple of years, there has been a noticeable change in the buying habits of retailers Whereas

previously, retailers would often place a large order for items at the beginning of each season, they now make

smaller orders throughout the season when they have established which items are selling well and which are less

popular Retailers are also expecting prompt deliveries when they place an order The operations director of MKO

refers to this new retailer buying behaviour as 'just in time purchasing'

The market for clothing is very competitive and retailers do not show much loyalty to their suppliers Retailers buy

items they think will sell well, and which are available quickly at a good price Occasionally, retailers may ask for a

specially-produced batch of items, subject to the items being available at a satisfactory price

In order to maintain or increase market share, MKO has a large sales force that travels round retail outlets and the

central purchasing departments of large retail organisations MKO's sales staff receive a bonus based on the

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MKO has recently introduced an enterprise resource planning (ERP) system to coordinate the information systems of

all the functions within the company, to replace the separate – and incompatible - manufacturing, inventory,

accounting and sales systems that were used previously The CEO of MKO believes that this will enable the company

to be more effective and competitive

In addition, the CEO, who is a management accountant by training, believes that MKO should use strategic

management accounting methods to improve decision-making, and he wants to establish an IT system for competitor

analysis as a stage in the creation of a strategic information system

(b) Describe the nature and purpose of strategic management accounting Indicate the information that may be

required for competitor analysis and discuss whether an IT system for competitor analysis will help to

(Total = 25 marks)

Charles Lee has recently joined BV Entertainments (BVE) as senior management accountant Previously he worked

for DAS, a manufacturer of popular kitchen equipment BVE arranges entertainment events for corporate clients,

such as visits to major sporting events, the theatre and opera, as well as dinners, lunches and formal receptions

Charles is aware of significant differences between BVE and the company where he worked before BVE's

customers are very demanding, and the entertainment services they require vary considerably Arrangements are

often altered at a late stage, due to changing requirements of the client or even, in the case of sporting events,

unexpected weather conditions

Clients expect a very high quality of service Some clients approach BVE to arrange an event specifically for them

However, for major sporting events, BVE sells tickets and then either hires a hospitality suite or erects a marquee

to provide customers with high-quality meals before, during and after the event For these events, advertising costs

can be high

Cash flows are often a critical problem for BVE, because it usually has to pay for tickets and venues well in advance

of receiving payment from clients

It is also important for BVE that each individual event should be profitable Despite wanting high quality, clients are

often reluctant to pay high prices and negotiate with BVE's representatives to obtain the best deal they can get

Representatives may therefore be asked to reduce the quoted price, or provide more in the entertainment package:

prices are commonly negotiated and agreed on the spot at meetings between BVE representatives and clients

For major sporting events, BVE buys a block of tickets which it then tries to sell within an entertainment package

Sometimes it is unable to sell all the tickets On other occasions demand is strong, and BVE then tries to obtain

additional tickets to sell

Required

(a) With reference to BVE, explain how the characteristics of intangibility, heterogeneity, simultaneity and

perishability can be used to distinguish services from manufactured products (6 marks)

(b) Discuss how the accounting information requirements of BVE will differ significantly from those in a

(c) Discuss how an IT system that provides instant access for management and representatives to a central

database can help to improve the quality of information available and the performance of the company

(9 marks)

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